There may be times when a merchant receives a new phone without transferring their Google Authenticator or Authy codes to their new phone before they do a factory reset, or no longer have access to their old phone, or their phone has been lost or stolen. In these cases, they won't be able to log in to their Merchant Portal to re-scan their QR code if they have Two-factor authentication already enabled as they will be prompted to enter in the two-factor authentication code.
Merchants will need to reach out to their Merchant Service Provider (NMI's Partner) to have their Two-Factor Authentication temporarily disabled in order to log back in and scan their QR code on their new phone. NMI Support Team does not have the authority to disable Two-factor authentication for merchants.
Disable Merchants Two-Factor Authentication
To disable Two-factor authentication for your merchants user, log in to your Partner Portal and head over to List Accounts → find the merchants name from the list → click on their name → under the Merchant Users section click on the Log in button* for the user who needs their 2FA disabled → go to Settings → under General Options click on Two-factor authentication → click on the Disable Two-Factor button.
*The 'Log in' as merchant option is only available to Partner users who have the 'Log in as merchants and sub-affiliates' permission.
For merchant users who do not have access to the Settings page (non-administrative users): once logged in as the user, go to the top right-hand corner of their Merchant Portal → click on 'My Settings' → Two-Factor Auth → click on the Disable Two-Factor button.
Once Two-factor authentication is disabled, the merchant will be able to log back in to their Merchant Portal and scan their QR code on their new phone/device.